1. What do you guys do?
2. Is i-OP a technology company?
3. What is customer-centric thinking?
4. How does i-OP promote true customer-centric strategies?
5. Does i-OP's process work?
6. How exactly do you do it?
1. What do you guys do?
We develop programs that help companies create competitive advantage by understanding their customer's evolving relationship better than their competitors. These programs integrate Market Research, Demand Generation and Customer Loyalty Measurement.
2. Is i-OP a technology company?
No. We're a team of marketing professionals who have developed a systematic approach to customer listening. This approach employs proprietary technology which we use to design, deploy and analyze Web-based conversational dialogs.
3. What is customer-centric thinking?
It's a shift from thinking about your product to thinking about your customers' problems. Customers really don't care about your products; they care about their problems. You listen to your customers to understand them and their problems. This starts a relationship that leads to a sale, now and in the future.
4. How does i-OP promote true customer-centric strategies?
We help your company design a coherent customer experience that flows from that first point of contact through to the sales team. We use Web-based conversational dialogs that are designed to explore your customers' needs, not just extract information or promote products. Everything we do, from eliminating dull, static HTML forms to exploring your customers' needs with relevant questions, creates an experience of active listening. That experience translates into more sales and lasting customer relationships.
Yes. Our clients tell us they've gained greater insights into their customers. This enabled them to improve their product development and market segmentation. They were also able to better measure loyalty and understand its key drivers. This has improved customer advocacy and retention. Our demand generation programs have increased our clients' sales.
Strategic, integrated listening. Listening to your customer is just the first step. What you learn must then drive the appropriate actions within your organization.
While market research drives new product development and smarter market segmentation, demand generation listening increases preference and drives new sales. Loyalty listening helps you understand the vitality of your relationship - the primary asset of your organization - so that it can be strengthened with the appropriate investments.
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